Devon PCC launches 101 survey

People across Devon and Cornwall are being asked to share their experiences of using the police non-emergency number 101.

Based on feedback he receives during engagement events Police and Crime Commissioner Tony Hogg has today launched a major public consultation as part of his office’s review into the 101 service.

The review will be led by Dr Karen Vincent, the OPCC’s Performance and Customer Service Manager, in collaboration with the Force and will assess how well the service is meeting the needs of callers and to identify and deliver any required changes.

“I receive lots of correspondence from members of the public and the service received when calling 101 is a regular topic for writers,” said Mr Hogg.

“In the vast majority of cases the issue is not the speed at which the initial call is answered or in the response provided by call handlers, who I know are totally committed to delivering a good service, but rather frustration at the difficulty of getting through to someone who can take the necessary action.”

“Given this evidence there seems to be a disparity between what the public and the Force are saying about 101 and, as the public’s representative, it is right that I do all I can to find out what the true picture is.”

The review will gather evidence from a number of sources including listening to live calls and a mystery shopping exercise. A further vital source of information will be feedback from the public about their experiences and expectations when they call 101.

Evidence will be gathered between now and the end of August after which any issues will be highlighted and explained in a report.

Any actions taken after this will be dependent on what the review finds.

Mr Hogg, who recently revealed that he often acts himself as a mystery shopper to test the service, said: “I promised to hold this review in my Police and crime Plan and I am confident that, whatever its findings, I will be able to work with Chief Constable Shaun Sawyer to agree any changes it recommends to improve the service.”

Take part in the consultation.